Everything worth knowing about shipping, returns and orders. If the answer is not below, write to us — you will hear back from a person within one working day.
Shipping
We ship across Europe by tracked express courier. Orders placed before 2pm leave the same day, Monday to Friday.
| Destination | Transit | Cost |
|---|---|---|
| Italy | 1–2 working days | Complimentary |
| European Union | 2–4 working days | Complimentary |
| Switzerland & UK | 3–5 working days | Complimentary |
| Rest of world | 5–8 working days | Calculated at checkout |
Your tracking number arrives by email the moment the parcel leaves the warehouse.
Returns and exchanges
You have sixty days from delivery to change your mind. Try them indoors first: the sole must be unmarked, and the pair should travel back in its original box.
To open a return, write to us with your order number and the reason. We send the return label and instructions. Refunds reach the original payment method within five to seven working days of the parcel arriving.
Size exchanges are free. If the fit is wrong we replace the pair at no additional cost, subject to availability in the size you need.
Care
Suede asks for very little. Brush along the nap with a soft suede brush when dust settles, and let a damp pair dry away from direct heat before brushing again. A protective spray before the first wear buys a season of grace.
Frequently asked
Can I change or cancel an order?
Yes, provided it has not shipped. Write to us as soon as possible with your order number. If the parcel is still in the warehouse we can act; if not, you will need to return it.
Which size should I take?
The Size Guide has the full conversion chart and instructions for measuring. The mule runs slightly narrow, so between two sizes take the larger.
Can they be worn without socks?
That is how they are meant to be worn. The interior is unlined and finished smooth for exactly this reason.
Tracking says delivered but nothing arrived.
Check with neighbours and the building entrance first — it is the usual explanation. If it has not appeared within 24 hours, send us your order number and we will open the case with the courier ourselves.
Something arrived faulty or incorrect.
We are sorry. Send a photograph and your order number and we will arrange a replacement or a full refund at our expense, with no return process for you to navigate.
Do you ship outside Europe?
We do. Cost and transit time are calculated at checkout by destination. Any customs duties are the recipient’s responsibility.
Get in touch
For anything at all, write to us from the contact page and include your order number if you have one. We reply within one working day, Monday to Friday.